moving home

[pasqualefe]

I moved last week and I wanted to take NOW with me.

Cut a long story short, my new neighbours were contacted by BT which asked them if they were about to change provider.

I'm switching from TALK TALK, I should have received a call, not my neighbours. 

Why have I not been contacted by NOW when they realised there was a problem?

Why is it impossible to get in touch with them?

[gavs82008]

@pasqualefe 

If you had looked on the forum you would have seen a billion threads with the number to call for broadband support. This is an example of one of the many threads.

https://community.nowtv.com/t5/Setup-Performance/NOW-Broadband-down-Tamworth-area/m-p/595329#M15940

[pasqualefe]

- I don't know anything about how the forums work.
- I shouldn't have to.
- the customer care should be improved, for instance by making it easier
to ANYONE, even those who are not big with IT, to get in touch with a human
being, possibly.
Well *visible *and accessible:
CALL US XXXXXXXX
E-MAIL US @xxx
USE THE FORM
CHAT ON LINE
- in the end I had to make a complaint, not because I had to complain
about the service, but only because I wanted to talk to someone.
- Done that, they said eventually that all is clear, so, problem solved.

[pasqualefe]

Cancel what I said.

THEY ACTUALLY DID IT - THEY ACTIVATED THE WRONG NUMBER.

Was I right when I said that they pay not attention to thei customers needs???

[RoyB]

@pasqualefe 

You wanted to take Now with you, but you were moving from TalkTalk?

Does not compute.

Or did you mean you wanted to switch to Now?

Did you contact Now to get this process moving?

When you say BT contacted your new neighbour, was that BT as their ISP contacting them, or was it Openreach trying to set you up at the wrong address?

How were Now supposed to realise there was a problem?

Had you given them, say, a mobile number that would be valid during the move?

Just a few questions you will need the answers to to sort the mess out.

[pasqualefe]

- I wanted to take NOW with me from the flat A to the new flat B.
- The flat B had TalkTalk, also in my name.
- I WAS THE ACCOUNT HOLDER OF BOTH.
- I contacted NOW to get this process moving.
- My neighbour was contacted, doesn't matter by who, to confirm that
they had requested a change.
- THIS IS BIZARRE cause I SHOULD HAVE BEEN CONTACTED with that question.
- NOW was not supposed to know there was a problem, but I didn't know
how to get in touch with the right department to explain my concern. In the
end I had to make a complaint - that was the only way to get their
attention. Apparently, the problem was solved after the call.

[Jayach]

Obviously I don't know the exact details here, but any ISP will work from the address/telephone number. They will not know you as an individual.

[pasqualefe]

I gave them my home number to make sure that they activate the right unit. The woman said 'not to worry', that everything was ok.

RESULT: they disconnected my neighbour!

I've tried to tell them for days that this might have happened. 

What elese can I do?